Refund policy

Thank you for your Interest!!

Carmen Candela offers easy 30 days returns. If for any reason you're not happy with your purchase, please tell us immediately. The reasons often vary but we want to make our customers happy and satisfied with their experience. 

It's ok if you changed your mind. These things happen.

If the product is faulty, we will refund your money or send you a new item – your choice. 

If you purchased the wrong size or we sent the wrong item, we'll swap it out no questions asked.

We offer three different options when returning items. Exchanges, Credits & Refunds. 

Return shipping in the United States is always free and we will provide you with a shipping label. International customers are responsible for arranging your return shipment.

For more details please ensure you read our full Returns Policy before purchasing.

The Carmen Candela Team!

RETURN POLICY

We want you to be completely satisfied with your online purchase. If you change your mind for any reason, we’ll happily accept a return subject to the following conditions:

- Item must be returned within 30 days of original purchase.

- Items must be returned in original condition, unworn, unaltered, unwashed and with their original tags.

- If the product is damaged, we will send you a new item as a replacement free of charge.

- If you purchase the wrong size or we sent the wrong item, we will swap it out no questions asked.

- Shoes, please try on shoes on soft surfaces before they are worn generally. We will not accept shoes returned with sole markings or scratches.

- If returning an item purchased with a discount code, your refund will reflect the item’s promotional discounted price, not the original retail price of the item.

- Gift Cards may not be returned.

- Final Sales items are only eligible for a store credit or exchange. Final Sales Items will be clearly marked in the description of the product as 'FINAL SALE'

- Prepaid return labels may only be used once. There is a limit of 1 prepaid return shipping label per order. The label is ONLY to be used to return the order it was created for.

- Returning 1 item of a Buy One Get One discount will void the discount and it will be deducted from the return items value plus the restocking fee.

- Items must be sent back in the original mailer or a package of equal weight. Postage fees incurred from improper packaging will be deducted from the store credit/refund.

- Returns must be processed via our return center or will not be accepted

We suggest all items are tried on as soon as they are received to ensure you are able to return items within the returns policy timeframe.

Damaged & defective items must be reported within 3 days of delivery. Please take a picture of the damaged item and email it to support@carmencandela.com

For PayPal transactions & Amazon transactions, follow the standard return process as stated below. Do not use the dispute process for standard return merchandise.

HOW TO RETURN

To initiate a return, simply go to our online return portal and enter your order number and the email address associated with the order. Once logged in all of the eligible return/exchange options will be automatically made available for you to choose from.

IMPORTANT: We will NOT accept a return without submitting it via our Portal. If you return it to the address on the label it will NOT be considered RETURNED since that is a fulfillment center NOT OUR OFFICES!!

The return portal also serves as a status page where you can check the status of a return. The portal gives access to all active returns and allows you to request a return for any other orders you may have.

If you have further question you can email us at support@carmencandela.com. Please include the following:

INTERNATIONAL CUSTOMERS (Outside the USA)

Prepaid shipping labels are currently available for the US Returns only. To make an international return for store credit, refund or Exchange follow the instructions given in the return portal. We recommend that you return your item(s) with a tracking number and insured as return parcels remain the responsibility of the customer until received by Carmen Candela.

Customers with Shipping Addresses Outside the United States: International customers are responsible for arranging your return shipment and will be charged an additional restocking fee of USD $12.75. Orders returned due to the customer provided the incorrect address will be subject to an additional fee of USD $25. Orders returned due to a customer's refusal to pay any associated duties and taxes will be subject to an additional return fee of USD $25. The outbound international shipping fee of USD $25 is not refundable. All fees will be deducted from the amount of your refund.

PROCESSING YOUR RETURN

We endeavor to process refunds daily but please allow up to 3 weeks for your return to be processed. You will receive an email notification of when your return has been processed and you can check the portal for the status of your return. Exchanges, store credits and/or refunds will be issued only after the returned goods have been inspected to confirm they meet the return-eligible criteria mentioned above.

Store Credit will be issued in the form of an electronic Gift Card you can use at the checkout to your next order. The Gift Cards do not expire.

Exchanges will be processed as a new order to the same address as your original order with no additional shipping charges. Our team will contact you if there are any issues.

The refund will be processed back to the original method of payment minus a return fee of $12.75 per order.  Refunds can take several business days to reflect on your credit card depending on the payment type provided.

CANCELLATION POLICY

If you change your mind for any reason, you may cancel your order within 12 hours of placing your online order. A cancellation fee of 10.99 will be apply from your refund.